Troubleshooting: Touch Tone Detection

Touch tone detection is provided by the telephony card or modem being used. When the modem detects a touch tone, the tone is passed along to Windows Telephony API, which then delivers it to Active Call Center.

Virtually all problems dealing with touch tone detection are hardware related. Usually the problem is caused by one of the following:

• The touch tone detection capabilities of the modem or telephony card are not robust enough to detect tones that are imperfect.
• The telephone being used to dial the Active Call Center system generates tones that are too short for the hardware to detect. This can be a problem with some digital phone systems that generate "blips" instead of longer tones when touch tone keys are pressed.
• The telephony being used to dial the Active Call Center system generates touch tones that are imperfect or outside the bounds recognized by the modem or telephony card.

The solutions to these potential problems are:

• Switch to a better telephone when dialing into the Active Call Center system.
• Install a modem that has better touch tone detection capabilities.
• Install a Brooktrout or similar telephony card that has robust tone detection.